Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and manage IT customer relationships"

This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "develop and manage IT customer relationships," which manages the communications and interactions between the customers of IT and the providers of IT services and solutions; helps the customer to develop justifications for requested IT services and solutions; and monitors customers' satisfaction with the development, deployment, and ongoing support of IT services and solutions. It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the "develop and manage IT customer relationships" process.

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Measure Category:
Supplemental Information
Measure Id:
104993
Total Sample Size:
860 All Companies
Performers:
25th
– Median
– 75th
–
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are Percent.

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Percentage of IT operating cost (excluding depreciation/amortization) dedicated to process "develop and manage IT customer relationships"

Key Terms

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Supplemental Information

Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (7.1.0)

  • 8.2.1 - Develop IT services and solutions strategy (10578) - Developing a strategy that creates a base for delivering IT solutions aligned with overall business needs while maintaining a tight control on delivery and costs. Conduct research within the IT services and solutions field. Translate the requirements into IT services and solutions initiatives. Coordinate with internal stakeholders to ensure alignment. Evaluate the formulated strategic initiatives to select the most feasible.
    • 8.2.1.1 - Research IT services and solutions to address business and user requirements (11244) - Conducting a detailed and systematic investigation within the field on IT services and solutions. Confirm through users and the IT function the availability of the required services and solutions.
    • 8.2.1.2 - Translate business and user requirements into IT services and solutions requirements (11245) - Evaluating the requirements and needs of business and its users. Transform these requirements into IT services and solutions requirements. Ensure that these requirements are fulfilled through IT services and solutions.
    • 8.2.1.3 - Formulate IT services and solutions strategic initiatives (11246) - Selecting and strategizing the initiatives that need to be taken in the IT services and solutions field. Create new programs and initiatives to ensure innovation and development in providing the IT services and solutions.
    • 8.2.1.4 - Coordinate strategies with internal stakeholders to ensure alignment (11247) - Synchronizing IT services and solutions strategies with internal stakeholders. Coordinate and communicate the IT services and solutions strategies and initiatives with internal stakeholders, including board members, staff, volunteers, and donors. Correlate between the IT services and solutions strategy and the overall IT strategy to ensure alignment with the internal stakeholders.
    • 8.2.1.5 - Evaluate and select IT services and solutions strategic initiatives (11248) - Assessing the strategic initiatives for IT services and solutions in order to choose the most appropriate strategic initiative. Assess the IT services and solution strategic initiatives by carefully selecting the most feasible and practical individual initiatives.
  • 8.2.2 - Develop and manage IT service levels (10579) - Establishing and maintaining service levels for the provision of IT services and solutions. Design and maintain the IT services and solution catalog, as well as service level agreements. Evaluate the performance of IT service level agreements. Communicate the results to the management.
    • 8.2.2.1 - Create and maintain the IT services and solutions catalog (10640) - Create and design an organized and curated collection of all IT-related services that can be performed by, for, or within the organization. Maintain information about deliverables, prices, contact points, and processes for requesting a service.
    • 8.2.2.2 - Establish and maintain business and IT service-level agreements (10641) - Developing and maintaining service agreements for IT services and solutions provided by the organization. Create and maintain a contract or agreement between the service provider (the organization) and the end user that defines the level of service expected. Describe the services being provided, responsiveness, procedure for reporting problems, etc.
    • 8.2.2.3 - Evaluate and report service-level attainment results (10642) - Determining, documenting, and reporting the results of service levels achieved by the IT function. Evaluate and assess the results and performance achieved by the IT service-level structure of the organization. Create metrics and indicators to measure the volume and quality of work (including precision and accuracy), speed, responsiveness, and efficiency of the structure. Report the results to management.
    • 8.2.2.4 - Communicate business and IT service-level improvement opportunities (10643) - Conveying the improvement opportunities for the business and level of IT services. Leverage the results obtained from the performance metrics of the business and IT service levels to identify and recognize any opportunities that would improve or enhance the efficiency of the business and IT service-level structure. Communicate these opportunities to management in order for the improvements to take effect.
  • 8.2.3 - Perform demand-side management (DSM) for IT services (10580) - Selecting, planning, and implementing measures that should influence the demand, or customer side, for the organization's IT services and solutions. Analyze the recent IT services and solutions consumption levels. Develop strategies to improve the consumption efficiency. Estimate the future volume/unit consumption by taking the improvements into account.
    • 8.2.3.1 - Analyze IT services and solutions consumption and usage (10644) - Evaluating and comprehending the use and consumption of IT services and solutions. Take into account the consumption by every end user in order to calculate indicators such as average usage per user and total usage per user.
    • 8.2.3.2 - Develop and implement incentive programs that improve consumption efficiency (10645) - Creating and delivering incentive programs for improving the consumption efficiency provided by IT services and solutions.
    • 8.2.3.3 - Develop volume/unit forecast for IT services and solutions (10646) - Gauging the effect of the incentive programs and initiatives to intelligently forecast the future volume/unit consumption and usage of the IT services and solutions.
  • 8.2.4 - Manage IT customer satisfaction (10581) - Recording and analyzing customer satisfaction levels. Identify customer satisfaction patterns through the data. Initiate new strategies to improve customer satisfaction levels base on the customer satisfaction patterns.
    • 8.2.4.1 - Capture and analyze customer satisfaction (10647) - Recording and analyzing how IT services and solutions meet or surpass customer expectations. Leverage techniques such as Csat score, net promoter score, and customer efforts score.
    • 8.2.4.2 - Assess and communicate customer satisfaction patterns (10648) - Determining patterns of customer satisfaction, and conveying them to management. Analyze individual components such as purchasing patterns, requirements, and expectations. Communicate the results to management. (Carefully examine Capture and analyze customer satisfaction [10647] in order to reach meaningful conclusions.)
    • 8.2.4.3 - Initiate improvements based on customer satisfaction patterns (10649) - Creating an improvement strategy based on customer service response patterns. Leverage customer loyalty, experience, expectations, and interactions. Incorporate customer feedback.
  • 8.2.5 - Market IT services and solutions (10582) - Developing a strategy that effectively markets IT solutions and services through advertising and promotions campaigns. Track and process orders for IT services and solutions.
    • 8.2.5.1 - Develop IT services and solutions marketing strategy (10650) - Creating a strategy for effectively marketing IT services and solutions. Create a promotional strategy, pricing strategy, competitive strategy, etc. to enhance the market and market reach of the organization.
    • 8.2.5.2 - Develop and manage IT customer strategy (10651) - Developing and administering the strategy for IT customers. Create a plan to create services and solutions, conduct daily operations, and train new employees.
    • 8.2.5.3 - Manage IT services and solutions advertising and promotional campaigns (10652) - Effectively communicating and raising customer awareness of a product or brand, generating sales, and creating brand loyalty within the end users of the organization's IT services and solutions. Create advertising and promotional campaigns. Implement the campaigns through various means of communication such as television, posters, and the internet.
    • 8.2.5.4 - Process and track IT services and solutions orders (10653) - Monitoring orders for IT solutions and services, and processing them on time. Accept and approve orders so they may be completed.